This position is focused on implementing and supporting strategies to drive excellence in patient and family experience at all points of service throughout the organization. The role is responsible for pulling, analyzing and distributing patient experience data, managing patient experience projects, training and coaching on curriculum and skills development and delivery and consulting with leaders. This role includes rounding on patients and developing and managing patient and family advisory groups. In addition, this role researches and collaborates with executives, physicians, staff and leaders on best practices for patient experience. Observing, teaching and coaching others at all levels of the organization is required.
This role requires a dynamic, outgoing person with solid experience in adult learning concepts, advanced project management, organization, conflict resolution and communication skills. As a leader in implementing improvements in patient experience, this role requires a strong working knowledge of effective data reporting and interpretation of survey results, as well as an understanding of statistical concepts. This position requires innovation and creativity. Demonstrates service excellence at all times. Performs other duties as assigned.